Senior Manager of Customer Success (Enterprise)

Join Owner, a fast-growing startup in the restaurant technology space, as the Senior Manager of Customer Success (Enterprise). In this remote role, you will lead a team focused on our most valuable and complex customer relationships, driving retention, expansion, and measurable business outcomes. You will collaborate closely with the SVP of Customer Success and cross-functional partners to ensure our strategic customers are successful and continue to grow with Owner.

• Lead and develop a team of Customer Success Managers to deliver a high-touch, strategic customer experience while driving retention, expansion, and measurable business outcomes for high-value accounts.
• Strengthen strategic customer partnerships by partnering with multi-location restaurant brands and franchise groups to help them maximize the value of Owner’s platform and achieve measurable growth.
• Collaborate closely with the SVP of Customer Success and cross-functional partners to ensure our most strategic customers are successful and continue to grow with Owner.
• Experience: 7+ years of experience in customer success, account management, or customer retention, preferably in SaaS, POS, restaurant technology, or SMB software
• Technical Aptitude: Ability to demonstrate using AI to drive business efficiency. Familiarity with SaaS platforms, restaurant tech, online ordering systems, or POS solutions is a plus
• Analytical Skills: Strong analytical skills with the ability to interpret customer metrics and translate insights into retention and growth strategies
• Customer-Centric Mindset: A deep commitment to delivering exceptional customer outcomes, with experience building long-term partnerships with strategic accounts
• Communication Skills: Excellent verbal and written communication skills, with the ability to guide teams in managing executive-level customer relationships
• Problem-Solving: Proven ability to anticipate customer needs, navigate complex situations, and support teams in resolving challenges effectively
• Adaptability: A highly adaptable leader who thrives in a fast-paced environment and can manage competing priorities
• Leadership: 3+ years of experience managing Customer Success Managers or Account Managers with a track record of building and developing high-performing teams
• Complex Stakeholder Management: Experience working with franchises or clients with multiple stakeholders is a plus
• Strategic Account Experience: Experience managing high-ARR customers with multi-location operations